Записи с меткой «boy»

Is Good Customer Service Going to the Dogs?

I had an experience the other day that has made me think about how too many customer service experiences unfold in the business world today, and about the difference that really good service can make.

I have two dogs. Earlier this week, it was time for them to get their summer haircuts so that they will be able to comfortably cope with the Houston heat.

The newest addition to the house is Jason, a miniature schnauzer who had been the prized pet of an old lady who had to give him up for adoption when she moved to a nursing home. She had chosen to keep him fully furred, not trimmed in the traditional schnauzer cut, so that he had a really nice wire haired coat to go with his bushy eyebrows and stubby tail. The other dog is Lucky, a schnauzer-poodle mix—poodle ears and body, schnauzer muzzle and curly tail—he gets the traditional cut.

So, I took the two little guys to the groomers the other morning. I was the first client of the day, and the salon was nice and quiet. I explained what I wanted to the person who would be doing the job—traditional schnauzer cut on Lucky, but not on Jason. Just a trim for him. This is important, I told her, because I don’t want his coat shaved off—once that wire hair is gone it never grows back. Did she understand, I asked?

Yes, she answered. But did I want Jason’s skirt trimmed?

Skirt? I stared blankly and finally figured out that she was talking about the feathery bits on his chest and belly. Yes, fine, I said. Trim that area but just don’t shave him. She nodded.

I went back a few hours later to pick up the boys. At that point the salon was buzzing with dogs, clients, and groomers. The fur was literally flying. First came Lucky, looking very dapper and neat. A few seconds later, out came Jason, and my mouth dropped open.

He had been completely shaved!!! The groomer had given him a standard schnauzer cut—and that lovely wire coat was gone forever.

I couldn’t believe it. I was angry and sad at the same time. What had happened? How could the conversation we had had in the morning have been so completely lost?

After discussing the situation with the salon owner, she reluctantly refunded my money, which was very small consolation for the snafu. It should be no surprise that I will not be going back to that salon when the boys’ fur has grown out.

This whole thing left me thinking about how this kind of customer service happens in other businesses. There were several points about the experience that translate:

1. Are we really listening to our customers? Do we ask the questions we need to ask to make sure that we understand what they want from us? Do we make accurate notes so that we retain instructions and deliver what was asked for? I got plenty of nods from the groomer during our talk, but my instructions obviously got lost somewhere between her ears and her shears.

2. Are we communicating clearly back to them, or do we use industry jargon that they may or may not understand? When the groomer asked me about trimming Jason’s skirt, I had to stop and think. It was MY responsibility to figure out what she was talking about. Not a great way to do business.

3. Finally, and very very important, when mistakes do get made on our side of the transaction, how do we make amends? Even the worst error doesn’t have to mean the loss of the customer. Respond to the mistake with restitution that matches its seriousness. In my case, given the extent of the mistake with Jason, and the permanence of the result, the salon owner fell far short in restitution and in terms of keeping my business. I had to struggle to simply get a refund, which was insufficient compared to the permanent impact this error has. I won’t be back to that salon.

These three points—listening to the customer, communicating back in ways that they will easily understand, and making appropriate amends when mistakes get made on our end—are the core of excellent service and the key to keeping loyal and happy customers.

(As a post script, I should note that Jason still looks darn cute, even without his fur. And I’m sure he doesn’t care one way or the other about all that wire hair!)

Its Weight in Gold

Li Qiangong, styled Mian,( http://www.designer-cheap.com/) was once the Military Commander of Fengxiang Prefecture! A farmer from one of the Districts under the Prefecture found a large earthen jar full of gold pieces in the shape of horse shoes. The gold was taken to the District Magistrate. The Magistrate was afraid lest the official storehouse could not provide sufficient security so he put it in his private chambers. After two nights he went to inspect the jar and found only pieces of earth.At the time the gold in the jar was dug up, all the people from the surrounding villages came to look and they examined the gold. As a result, when the news that the gold had changed into earth became known, everyone was amazed. The matter was reported to the Prefecture authorities. The Magistrate could not defend himself and was forced to submit a false confession to the effect that he had replaced the gold with earth. Though most of the paperwork was complete the hiding place of the gold was not discovered. The case was reported to the high-ranking officials. Li Qiangong read the file and was furious. He happened to mention this case in a banquet and all those present were bemused. At that time Prime Minister Yuan was in the Prefecture. He bowed his head and said nothing.On being inquired by Li, Yuan said, «I suspect there has been an injustice in this matter.»»There were witnesses,» Li pointed out, «it is not as if the judge did not make investigations.»»Yes, you are right,» replied Yuan.They went to the official tribunal and examined the earthern jar. It was stuffed with over two hundred and fifty lumps of earth. Gold pieces were sought from the many shops of the region and these were melted down so that the quantity was equivalent to that of the pile of earth. When only half the gold was weighed, it came up to three hundred catties. Enquiries were made concerning the manpower used to transport the jar to the Magistrate. When Wu Xingde was the Governor of Luoyang, (http://www.watchescat.com/)the eastern capital, there were laws prohibiting the private transportation of salt. If a person could catch anyone transporting over one catty of salt without official permission, he would receive a big reward. At that time, many desperadoes made use of this law to frame people.A certain village boy often carried a load of vegetables into the city. One day he met a nun on the way. She was from east of the river and they kept each other company. When they were near the city, the nun hurried in front of him and entered the gate. After a little while, the guards at the gate searched the boy and found several catties of salt in his basket of vegetables. The boy was bound and taken to the Prefecture authorities.Wu Xingde took the salt and examined it. The salt was wrapped in a white silk handkerchief which had a strong fragrance. Wu was very surprised.»This village boy is dressed in rags. His clothes could not be more tattered. How could he possess a fragrant handkerchief such as this? This must be the work of crooks.»»Did you walk with anyone after you left home?» Wu asked the boy.The boy told him what happened. Wu Xingde was delighted.»I’ve got it. This must be a plot between a nun from the Tiannii Convent and the guard at the city. gate. They hope to earn some easy money by getting the reward.» Hot summer, Chaner kept shouting in the trees: «cicadas, cicada,» leaves, grass lit by the sun hung his head, and all life are no alternative but to endure. Only pond, the fields, the stream of small water droplets do not want to endure, come together to talk the summer somewhere. One of the small water droplets, said: «Yesterday, when it rains from the heaven, where the partnership that they can be cool, and they have become water vapor has returned.» They talk a good range of small water droplets are on the sun-baked into a the water vapor, embarked on a summer’s journey to heaven. Along the way, the small drop their eyes to see, however, and there are high-rise buildings, They discovered that two fanners carried it using a thick bamboo as a carrying pole. Considering the amount of gold involved it was beyond the strength of two men to lift the load. It was obvious that the gold had already ‘changed’ into earth on the road. Everybody was convinced and the Magistrate was exonerated.( http://www.top-watches-brand.com/)